Supv, Field Operations - (Juneau, AK)

GCI Communication Corp • Juneau, AK

2d

About The Position

GCI's Supv, Field Operations will d irectly supervise and manage the technical workforce responsible for the installation, maintenance, and repair of telecommunications infrastructure, ensuring service excellence and operational efficiency. This position is focused on training, developing, and mentoring the team while ensuring compliance with company standards and regulatory requirements. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS: This leadership position requires the following non-delegable responsibilities: Fully own the mission, goals, operations, and results of the team and areas of responsibility. Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide. This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include: Establishing the vision and tone for the department, consistent with company culture and mission. Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately. Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential. Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralize other employees. Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner. Responsible for ensuring an adequate and qualified workforce to meet the operational requirements of all relevant contracts. This includes ensuring technicians working on, around, or in all relevant facilities, along the DOT corridor, or in any applicable areas are compliant with the necessary contractual and regulatory standards. Drug Testing Requirements: In alignment with all relevant contracts and other relevant business agreements, the management team must ensure technicians comply with all required drug and alcohol testing protocols. This includes participation in both DOT and non-DOT drug testing programs. Technicians may be subject to the following testing conditions: Pre-employment testing Random testing Reasonable suspicion testing Post-accident testing Return-to-duty testing Follow-up testing It is the responsibility of the Field Operations Management team to maintain an adequate workforce capable of meeting these testing requirements and to support compliance as stipulated in all contracts. This is an entry level leadership position that performs moderately complex tasks and demonstrates proficiency and working knowledge in areas of responsibility. Receives general instructions on routine work and new assignments. Works under moderate supervision with latitude for independent judgment. This leadership role requires the supervisor to be hands-on and actively engaged onsite with the team. While some administrative tasks are required, the primary responsibility is to directly oversee and support the team out in the field. Work assignments and scheduling are managed by Dispatch, allowing the supervisor to concentrate on technician performance, skill development, and safety. Certain rural locations may allow for more remote team management, with the expectation of at least two onsite visits per year, including performing a drive-out of each system with their assigned technicians. Specific onsite requirements determined by management based on department and business needs.

Requirements

• A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
• High School diploma or equivalent.
• Bachelor’s degree in telecommunications, electronics, engineering, business management, or related field.
• Minimum of five (5) years of experience in residential or construction wiring in the telecommunications industry or related background. Including a minimum of one (1) year in a supervisory or management position leading field technicians in installation, maintenance, or troubleshooting; may be substituted with equivalent functional leadership experience.
• SCTE Broadband Premises Expert, SCTE Broadband Distribution Specialist, and Pole Climbing certifications.
• Must possess and maintain a valid driver’s license, proof of insurance, a satisfactory driving record, and successfully complete Defensive Driving course.
• Positions that drive company fleet vehicles: Must possess and maintain a valid driver’s license, a satisfactory driving record, proof of insurance, and a current DOT health card. Must satisfactorily complete all elements and requirements of the company’s fleet risk management processes.

Nice To Haves

• Work experience with a focus on HFC, Fiber, and related technologies.
• SCTE Broadband Transport Specialist, Confined Space Entrant and Attendant, and AK DOT approved Flagger certifications for interior and outlying regions in Alaska.
• Telecommunications experience.
• Other relevant telecom industry or job specific certifications.

Responsibilities

• Team and Technical Management: Provide leadership, expertise, problem solving, and direction for day-to-day activities of technician teams. Ensure technicians provide high-quality installation, maintenance, and troubleshooting of HFC, Fiber Optic, and related telecommunications systems. Directly monitor technician performance. Provide timely feedback and guidance to ensure customer satisfaction and operational excellence. Conduct regular ride-alongs and site visits to evaluate technician efficiency, adherence to safety protocols, and quality of work. Perform regular quality control field inspections of installation and service activities. Survey and analyze technical data to provide timely and accurate resolution of technical issues in the field beyond capability of lower-level staff. Maintain a safety-first culture by ensuring all field activities comply with OSHA, NEC, NESC, and other applicable safety regulations. Manage on-call rotation for technicians, ensuring appropriate coverage for emergencies or service disruptions.
• Customer and Field Support: Ensure quality customer service and respond to customer affecting problems quickly and efficiently. Act as the primary escalation point for field-related customer concerns, ensuring timely resolution and excellent customer service. Provide direction and hands-on support to technicians to assist with resolving customer concerns. Collaborate with Dispatch and other departments to ensure field operations meet customer and company expectations for service delivery. Support the rollout of new products and services by coordinating technician team readiness, testing, and customer installation processes. Address customer escalations in a professional manner, ensuring satisfaction while minimizing service impact. Coordinate efforts with upper management providing documentation and status reports on progress and resolutions.
• Training and Development: Provide input to the Technical Development team on the design and implementation of comprehensive technician training programs. The Technical Development Team will conduct structured training sessions as needed. Provide additional on-the-job training in the field alongside senior technicians. Encourage self-led training and certification programs (e.g., SCTE certifications). Mentor team members to foster career growth and prepare them for future leadership roles within the organization. Provide ongoing education on new technologies, tools, and regulatory changes impacting field operations.
• Compliance and Budget: Ensure all field activities adhere to regulatory requirements, including FCC and NEC standards. Maintain accurate records of technician training, certifications, and compliance with company policies. Provide regular reports on technician performance, field activities, and safety compliance with management. Manage inventory control, including tools, materials, and vehicle inspections. Assist upper management in development and reconciliation of annual budget regarding workforce and inventory projections and costs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1-10 employees